Quality Manager

About the role

The Quality Manager leads the implementation of quality assurance processes that align with the brand’s standards, meet guest expectations, and drive continuous improvement across the property. Acting as the champion of the Quality function, the role builds support for change and ensures a high level of employee and customer satisfaction.

Key responsibilities

• Manage quality assurance goals by coaching managers in Total Quality Management, conducting monthly audits, and directing property‑wide quality initiatives to meet critical customer requirements.
• Ensure consistent use of quality tools through training, data collection, trend analysis, and communication of key drivers of guest satisfaction.
• Review guest feedback with leadership, handle complaints, and maintain a visible presence with customers to drive service excellence.

Required profile

• 2‑year degree in Business Administration, Hotel & Restaurant Management, or related field with at least 3 years of relevant experience, OR a 4‑year bachelor’s degree with 1 year of relevant experience.
• Experience in guest services, front desk, housekeeping, sales & marketing, management operations, or a comparable professional area.